There are a few reasons why the numbers in SWOOP will not match the numbers reported on posts in Viva Engage.
Reports where you may notice a difference include:
- Most Engaging Posts
- Hot Topics
- Sentiment Analysis (optional)
Factoring in reactions and replies to an entire thread
The reactions reported in the Most Engaging Posts and Hot Topics reports are looking at the number of reactions in the entire thread (not just the reactions to the original post). The numbers in SWOOP will also reflect the reactions appearing on comments in the thread.
Ensure the date range spans across the entire time the post has been live. If the date range is refined to only a few days it will only register the comments within the range depending on their time stamp.
SWOOP doesn’t factor in comments from the original poster commenting on the original post. For example, replying to your own post with additional information you may have forgotten to include in the original post. SWOOP does however count replies if the original poster is replying to another user in the thread.
Reactions don't have a timestamp
Note that in Viva Engage reactions don't have a timestamp, so in SWOOP a reaction will inherit the timestamp of the message it is associated with.